Tracking CLM Preview Activity
End users can preview CLM presentations by displaying them in Presentation View outside of call mode. When users preview CLM presentations, the displayed slides are tracked to Multichannel Activity and Multichannel Activity Lines. This additional CLM tracking allows customers to report on the usage of CLM outside of call mode to better understand the full utilization of CLM.
Who can use this feature?
- CRM Desktop (Windows) Users
- Users do not require an additional license
- End Users
Configuring Preview Activity Tracking
End Users
To enable CLM preview activity tracking for end users:
- Ensure Configuring CLM is complete,
- Navigate to Admin > Users & Groups > Permission Sets.
- Select the permission set for the appropriate user profile.
- Navigate to Objects.
- Grant the following permissions:
Object Object Permission Object Types Fields Field Permission multichannel_activity_line__v CRE clm__v name__v Read - clm_presentation__v
- datetime__v
- detail_group__v (optional)
- detail_group_vexternal_id__v (optional)
- duration__v (optional)
- entity_reference_km_id__v (optional)
- key_message_version__v (optional)
- event_type__v
- key_message__v
- key_message_vexternal_id__v
- mobile_id__v
- multichannel_activity__v
- object_type__v
- product__v (optional)
- product_vexternal_id__v (optional)
- share_channel__v (optional)
- view_order__v
Edit multichannel_activity__v CRE clm__v name__v Read - client_name__v (optional)
- icon__v (optional)
- media_preview__v
- mobile_id__v
- object_type__v
- ownerid__v
- record_type_name__v (optional)
- start_datetime__v
- total_duration__v (optional)
Edit - Navigate to Business Admin > Objects > VMobile Object Configurations.
- Ensure VMOCs for the following objects are active for the CRM Desktop (Windows) platform:
- multichannel_activity_line__v
- multichannel_activity__v
- object_type__v
Tracking Preview Activity
End Users
Preview activity tracking starts when a user launches a presentation in Presentation View without a call. Tracking ends and the activity syncs online when one of the following occurs:
- The user initiates call mode from a call report
- The user initiates Save for Later call mode
- The CRM Desktop (Windows) app is restarted
End users do not need an active internet connection to track preview activity. Any activity tracked offline automatically syncs when the user connects to the internet.
Tracking preview activity stamps the following information on multichannel_activity__v records:
- media_preview__v = True
- saved_for_later__v = False
See Tracking CLM Key Messages for more information about the conditions to track CLM activity.
Instead of tracking CLM activity outside of call mode as preview activity, end users can track the activity unassigned presentations and associate the activity with calls at a later time. See Tracking CLM Activity as Unassigned Presentationsfor more information.
